Customer Success Representative

Job description

UltraVoice Customer Success Representative

Newtown Square, PA  | $17–$20 per hour  |  20–30 hours per week

We’re seeking a compassionate, organized Customer Service Representative who wants to make a meaningful difference. You’ll guide customers and their families through the UltraVoice experience, answer questions, coordinate with dental providers, and provide ongoing support. This role calls for patience, attention to detail, and dependable follow-through because every customer deserves to feel heard and supported.

You will be the customer’s primary contact from purchase through dental coordination, production, delivery, orientation, and long-term support. Your follow-through will keep customers informed, connect them with the services they need, and help them use and care for their equipment with confidence.

What you will do

• Coordinate dental appointments, impressions or scans, appliance fabrication, and adjustments with dental providers and laboratories.
• Communicate with customers, authorized family members and caregivers, and speech-language pathologists (SLPs). Explain next steps and provide timely production updates.
• Manage customer records, scheduling, document requests, and follow-up tasks. Work with production and billing staff to resolve delays and outstanding questions.
• Create UPS shipping labels, provide packing instructions, track deliveries, and coordinate returns and repair shipments.
• Conduct video orientations and teach equipment setup, charging, controls, voice settings, and routine care. Provide patient, step-by-step technical support.
• Follow up after delivery and over time; coordinate maintenance, accessories, and repairs, and refer clinical or complex technical concerns to the appropriate professional.
• Protect customer privacy and maintain accurate, confidential records using company-approved systems and procedures.

What we are looking for

• Excellent organization, administrative skills, attention to detail, and dependable follow-through across multiple customer cases.
• Compassion, patience, and clear written and verbal communication, including sensitivity to people with speech or communication difficulties.
• Comfort using email, calendars, spreadsheets, customer records, and video calls; willingness to learn UltraVoice equipment and troubleshooting.
• A practical problem solver who takes initiative, works well with a small team, and stays committed to helping customers overcome barriers.

Experience in customer service, patient services, medical or dental administration, care coordination, or durable medical equipment is preferred. Product and process training will be provided.

Compensation and benefits

$17–$20 per hour; expected schedule of 20–30 hours per week.

UltraVoice is a small, mission-driven company based in Newtown Square, Pennsylvania, dedicated to helping people regain the ability to communicate after a laryngectomy, the surgical removal of the voice box. Our custom-fit speaking devices help customers participate in everyday conversations with greater confidence and independence.

We’re seeking a compassionate, organized Customer Service Representative who wants to make a meaningful difference. You’ll guide customers and their families through the UltraVoice experience, answer questions, coordinate with dental providers, and provide ongoing support. This role calls for patience, attention to detail, and dependable follow-through because every customer deserves to feel heard and supported.